Matthew King
Avondale,AZ
Summary
Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly.
Accomplished leader and team manager. Experienced customer service professional with expertise in planning and staffing events, making reservations and maintaining records. Well-versed in customer service processes and best practices. Good communication and problem-solving skills with a self-directed and organized approach.
Overview
24
24
years of professional experience
Work History
Guest Services Associate Night Audtior
Millennium McCormick
02.2023 - Current
- Enhanced guest satisfaction by promptly addressing inquiries and offering personalized recommendations.
- Streamlined check-in and check-out processes for increased efficiency and positive guest experiences.
- Resolved guest complaints with professionalism, resulting in improved customer relations and repeat business.
- Assisted guests with special requests to ensure a memorable stay and exceptional service.
- Trained new Guest Services Associates on company policies and best practices, fostering a strong team environment focused on delivering exceptional service.
- Balances PM Accounts and performed nightly audit.
Viewer Experience Advocate/Team Manager
Valor Global
10.2018 - 04.2022
- Csat 98.25% for 2nd Quarter
- QA average 97% for 2nd Quarter
- Team average above 96% consecutively for 3+ months
- Managed team successfully during multiple major changes during high season.
- Contributed to team success by actively participating in trainings, meetings, and sharing feedback on processes.
- Managed high-volume workloads, prioritizing tasks to efficiently handle customer cases within established timeframes.
- Utilized data analytics tools to monitor performance metrics, identifying areas for improvement in the viewer experience journey.
Customer Technical Support
Alorica
11.2017 - 10.2018
- Handling customer requests quickly in a one stop fashion
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Improved customer satisfaction by providing timely and effective technical support to a diverse client base.
- Providing a safe and secure customer experience.
Guest Service Manager
Hampton Inn West
02.2000 - 06.2005
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Attended to customer needs, responding to questions, complaints and escalations.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Monitored staff training, scheduling and shift changes.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Education
High School Diploma -
Alhambra High School
Phoenix, AZ05.1998
Skills
- Customer Service 20 years
- Call Center Exp 7 years
- Microsoft Office
- Proficient in using multiple systems at once
- Team Building and Supervision
- Recordkeeping Abilities
- Quality Assurance
- Loyalty Program Knowledge
Awards
Warden of the North - Top Agent for 2nd Quarter in 5 sites Top Agent for April 2019 with CSAT of 99.12% with 114 surveys HULU HERO AWARD
Timeline
Guest Services Associate Night Audtior
Millennium McCormick
02.2023 - Current
Viewer Experience Advocate/Team Manager
Valor Global
10.2018 - 04.2022
Customer Technical Support
Alorica
11.2017 - 10.2018
Guest Service Manager
Hampton Inn West
02.2000 - 06.2005
High School Diploma -
Alhambra High School
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